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Just trying to get a receipt

published 3 months ago

Virgin Australia debited my Mastercard for a service they sold me. At the time I requested a receipt for this but I never received it. I have now made numerous phone calls and exchanged many emails to no avail - even though the law states that they must provide me with a receipt within a week if I request it. They suck.

Want to change the return date of my flight but 1 day, three months in advance of flight. The flight exist, at the same time the following day, i checked, its a matter of changing the date on my flight. Very simple stuff. Found out my brother whom i haven't seen in 5 years in going to be in the same place. Want to see him.Waited on HOLD to Flight center 10 minutes, hung up to call the airline direct as suggested on FC hold music. Virgin told me they cant make changes to booking and to call FC. Waited another 10 minutes, told no changes can be ...Read more

made to the booking, couldn't tell me why other than its Virgin policy, that i would need to contact them but it probably couldn't be changed. I asked if they could call Virgin themselves internally and help me. they said they can't do that, i would need to call them.
Called Virgin, they asked me if FC has called virgin internally as they have limited access to the booking, i said no they said they wouldn't do that. SO you can talk to each other but WON'T. He talked to his supervisor, finally get some sort of answer that it's whats called a 'LIGHT' flight and changes cant be made AT ALL.
DECEPTIVE. i'm sure its in the terms and conditions somewhere, but you give it some non-descriptive name and make no mention that changes cant't be made while i make the booking. non refundable, no changes. certainly happy to take my money, but can't alter 1 number three months in advance. Potent example of the nonsense that large companies pull to hold don to every dollar of there customers. Not to mention waste my time.
oh and if i wanted to then just buy a new flight to return home the day later, same price as the original return booking and travel insurance combined. Not an option. I would be doubling my original fare and go one day with insurance just to change the flight 24 hours later.
I bet if FC/virgin needed to change the flight they certainly could, and they wouldn't give a discount where they'd otherwise charge the customers a booking alteration fee, even if it could be changed. And that's the real kick in the teeth isn't it.
Some Australian consumer law you should be ashamed of yourself and your business practices and your poor customer communication, shouldn't have taken 4 phone calls to 2 different companies that can't seem to talk to each other. Will not be using FC ever again, will not recommend to anyone.

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Disgrace of an Airline

published 4 months ago

Cancelled my 6:45 flight and put me onto a 6:20pm flight. Was on hold for a total of 2.5 hours, but didn’t get through to anyone and was hung up on twice. Went to the desk at the airport and was told there was no space even though other flight combinations (business and/or indirect routes) were showing up online. Lady at desk service just shrugged her shoulders without any apology. Ended up cancelling and booking Jetstar. Won’t fly them again.

Will never fly Virgin Australia again!

I flew Virgin Australia last year and it was the worst flight I have ever experienced!

We were seated in the row directly in front of the emergency exit rows and as such our seats did not recline. Behind us were 2 emergency exit rows - and all 12 seats were completely empty!

So we asked the attendant if it would be OK for us to move one row back for greater comfort, to which she said we could not because “those seats are more expensive”.

So, instead of sitting in a more comfortable, empty space, we were forced to sit in seats with so little ...Read more

leg room, that did not recline, with the seats directly in front of us fully reclined, making our journey all the more uncomfortable.
And to add insult to injury, I was unable to use my tray table as it was disgustingly grubby. We brought this to the attention of the flight attendant during food service, who didn’t do anything about it.

Customer service was appalling. Lack of care and compassion was less than a 1 star. Wish I can rate even lower

published 4 months ago

Lack of care, empathy and flexibility towards guests.Many situations where flights have been cancelled or delayed and customers have to be ok with it.Today I was physically at the gate, already checked in.I did not hear the announcement for boarding although physically at gate.Somehow missed my flight. Instead of putting me on next flight, said you have to purchase another ticket at 250 one way.You have a guest at airport. An empty seat. Guest paid and checked in on time.Why not just put on the next flight...SoPaid for the next flight 250, then the flight got cancelled and pushed back 2 hours.No compensation from their part......Read more

It seems to be very one way.
Service can not be any worse. It was disgusting.

Great customer service

published 4 months ago

After a failed JetStar flight we were booked via Virgin Australia. Customer service was great opened the checked in early to accomodate 25+ customers whom were last minute transfer from JetStar. They were patient with our questions and very helpful assisting us as we don’t have details on our flight except we were told we are flying via Virgin.

Worst Airline in Australia

published 4 months ago

Please do not fly with them. My flight experience was the worst I ever had, weeks ago I took a flight with them which I now regret, I found my bag was opened and I realized several items were stolen, what was even worse, the employees give me inaccurate information about what I should do to recover my things, they give me a phone number which nobody answers the phone. Even worse, they suggested to me go to the police in order to report the missing baggage. I spend a lot of time trying to do it, the officer said to me the problem was a matter of the airline and the airline has the responsibility for transporting my baggage without any problem. They still don't answer my calls and my emails. Please do not fly with them

If given the choice go Qantas!

published 5 months ago

I normally fly Qantas work work (2-3 times a month domestically) however this time I was put on a perth - syd flight on virgin. Wow the difference is amazing. Its a long flight! But virgin gives you the smallest serve of food - certainly not enough to get your through the flight. On the same syd- perth flight qantas always has plenty of food and unlimited alcohol where as on virgin you have to pay for alcohol after one glass!!!! But I was so so hungry on the flight! It was terrible (and I’m a petite female - cant imagine if I was a male how sta...Read more

rving I would be!) there was also no screens! And no wifi. It was a total shock! I guess I am used to Qantas and the excellent experience you always have with them! Also check in was so awkward. The machine couldn't scan my tag so it took like 20 minutes for me to even find a staff member to assist (i am 25 and work in IT - I have no problem using qantas’s self check in system)

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Pathetic

published 5 months ago

Do not fly with them if you can.Failed self check-in counters.No/ rude customer service.Weirdest delay excuses.Contradicted gate numbers published.Limited toilets with people squeezing into your seat to pass through if you are to be seated towards the back of the aircraft.

Will never fly with Virgin again

published 5 months ago

Flight delayed by 4 hours. would recommend Qantas. Terrible Customer Service. Staff initially refused to care for a 85 year old woman in a wheelchair. My Disabled Father had to take her to the toilets. Many unhappy customers. Will Not Fly with jetstar or virgin again.

Customer service sucks!!!

published 5 months ago

LIesie at the front desk tries to make things really hard!!! We almost missed our flight! She even asks for our PR document when everything is electronic now!!! This is a flight to going out of Australia and not coming in???? Think twice if we don’t have PR, why the immigration department let us in in the first place??? We don’t travel with Virgin very often and always use Qantas. But because of this experience, we will NOT travel with Virgin ever again! The staff is not trying to make things easy for the travelers. Instead they make it hard!!! Not happy at all!

Avoid virgin aus if possible!!

published 5 months ago

Our first time flying with virgin aus and will definitely be our last. Customer service is appalling and wait time is ridiculous. We flew with tiger air with our 5 month old and enjoyed it more than virgin aus.

Most unpleasant experience in 20+ years of flying

published 5 months ago

Flight delayed by 15 minutes increments over a period of nearly four hours. Misleading information and rude staff. Very filthy airplane. Made to wait on the plane for additional half hour. Appalling. Will avoid flying with Virgin at all costs.

Waiting on refund for over 2 months

published 5 months ago

I booked a ticket for one of our staff through a 3rd party booker. When she went to the airport for the flight she was told that there was no flight for her, despite her showing the confirmation papers with booking number for both Virgin and the 3rd party booker. Virgin made her pay for another flight at the gate.

I am trying to get a refund as we are not paying twice for the same flight. The Virgin Customer Service team can now find the original booking but cannot find the new booking they made her pay for at the gate. They also did not giv...Read more

e her a receipt at the gate nor try and sort out why they couldn't find booking number.
I have called and emailed on many many occasions. This has been going on for 2 1/2 months and I am getting no resolution from Virgin. Poor poor customer service. Still waiting on a refund.

Despicable taking advantage of the fires a National Crisis to make a buck

published 5 months ago

My self and a group of 3 other lady’s had all booked flights to Canberra I am the only one who used Flight Centre And Virgin we have had to cancel due to the air quality and Bush fires the other 3 lady’s including my daughter have all been refunded by Qantas. Virgin and Flight Centre will only offer a credit. Virgin and Flight Centre are taking advantage of the fires and keeping people locked in to them with no reason.

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